Healthcare providers are increasingly using Net Promoter Score (NPS) to capture patient feedback, but how effective is it really? Originally crafted to measure brand loyalty (think Apple or Nike), NPS has found its way into hospitals and clinics worldwide. While many healthcare professionals swear by it, sceptics question its relevance. So, we dug into the data and here's ...
After a major surgery, patients are often sent home in a vulnerable state tired, in pain, and sometimes disoriented due to medication. For one woman, this experience became a challenge as she tried to manage her medications with limited support and unclear instructions. Her story highlights a critical gap in patient care: the need for better written and ...
It's an endless debate – do happy, engaged staff deliver better patient care? Or, does effective, safe care result in happier, more engaged staff? In a time of enormous financial pressure and staffing shortfalls, there has never been a more important time to debate this critical question. Cemplicity has been working with healthcare providers for many years, observing ...
Patient-Reported Experience Measures (PREMs) and Patient-Reported Outcome Measures (PROMs) are terms that are easily used and sound the same. However, even though they are complementary, they are also very different, especially when we consider what they measure and can achieve when used effectively. In this article we look at how PREMs and PROMs can work together. Patient-Centred ...
In our early days, when Cemplicity co-founder Nick Macdonald and I were working out of my garage, we’d say to people, “Give us a go and not only will you reach many more patients, we promise it will cost you less than your current PREMs process”. It was a safe bet because we were guaranteed to save companies ...
At Cemplicity, our vision is not just about building great technology, it's about enabling genuine improvement in patient experiences of care. As such, we are constantly learning from how our client's implement programmes. We look at what mistakes they made in the past and how they can get better. Over the years, this has lead us to develop ...
Often, even before a client talks to us, they will have chosen their research model and the overall rating question that drives much of their reporting and analysis. Private companies frequently dictate the use of Net Promotor Score (NPS) model although it isn't as common for our public sector clients who may prefer an ‘Experience’ model. What ...
